2. Medium Matters

Is your followup in a communication channel your resident's prefer?

Ideally, your onsite leasing agents or customer service reps would personally talk to each resident to make sure they are satisfied with their repairs. Unfortunately, this is hard to consistently execute.

SMS (text) messaging is a great alternative and a medium you should consider trying. According to Mobile Market Watch, SMS has a 98% open rate versus 22% for email, which dramatically improves your chances of identifying that 20% mis-alignment in expectations.

3. Promote Praise

70% of resident responses will be positive. Some of these will be downright gold!

You will get several responses a month that would be great to stream on your marketing website as a way of promoting your great customer service as articulated through the voice of your existing residents.

Your maintenance technicians will also appreciate the positive feedback!

"... (name removed) did a fantastic job! Thank you so much for the care taken in leaving my kitchen spotless!"

If your multifamily apartment operation is looking for a better way to "do maintenance" and improve on your resident followup, schedule a demo - we promise you'll be impressed!